Create trigger rules for major incidents

Create trigger rules for major incidents

Create trigger rules for major incidents

Create trigger rules to define conditions under which a trigger action is executed.
You can create major incident trigger rules to define conditions under which an incident is
automatically considered as a major incident candidate.

Before you begin

Role required: incident_manager or admin

About this task

Major incident trigger rules are evaluated asynchronously
each time an incident is created or updated provided the rules matches the following
conditions:

Incident record does not have parent incident populated i.e. the current
incident is not a child incident.

Major incident is not in the Proposed or
Accepted state.

Incident is active.

Note: The base system major incident trigger rules are disabled by
default.

The rule with lowest execution order is triggered first.
In the following example, the rule with order = 100 is
executed first.

Example:

If business criticality of business service is
1-most critical or 2-somewhat critical, then Order
= 100.

If the number of child incidents is greater than
20, then Order = 200.

For P1 incident, Order = 300.

Note: If any of the existing trigger rule
conditions is met, the incident is considered to be a
major incident candidate and verification of the
remaining rules are not required. Otherwise, all the
rules are verified based on the execution order.

Active

Activates or deactivates a trigger rule when selected or
cleared.

Trigger Conditions

Conditions to be evaluated on an incident to verify
whether values in the incident satisfy the trigger rule
condition.